5 Predictions for Enterprise Service Management IT in 2019
Posted by on October 23, 2018
Ryan Pellet is Chief Customer Officer at Cherwell Software. He leads a fanatical team of enthusiasts who are on a mission to transform service management through amazing technology, rock-solid partnerships and with unmatched delivery to Cherwell's customers and partners. Pellet was Senior Vice President of Services and Consulting at Welltok where he led multiple customer facing organizations to create the fastest growing software company in Colorado in 2017. Before that, he was Chief Strategy Officer for Nexidia (now Nice Analytics), the leader in interaction analytics for business transformation. As CSO, Pellet was responsible for the creation, communication, execution, and sustained organizational alignment supporting Nexidia’s strategic growth. Ryan has over 20 years in enterprise software consulting, creating customer centric service management strategies for Fortune 100™ companies. He is a recognized expert in strategy development using behavioral and business analytics. Prior to Nexidia, Pellet was an officer at Convergys Corporation—the leader in customer experience management and the largest customer experience outsourcer in the world. At Convergys, Ryan was the lead executive for the Center for Applied Customer Analytics, and the Global Consulting Services Practice, where he led Convergys’ application and use of analytics within the company’s 2B plus customer interactions. He also served as a founding contributor to Accenture’s Customer Relationship Management and Service Management Practices.
“The horse is here to stay but the automobile is only a novelty—a fad.”
— President of the Michigan Savings Bank advising Henry Ford’s lawyer, Horace Rackham, not to invest in the Ford Motor Company, 1903.
As the quote highlights, business predictions can be tricky to get right. Humor aside, successful companies need to make educated guesses about which services, tools, and technology to budget for to stay competitive over the next one to five years. In our constantly changing technological landscape, this is not an easy task.
As Chief Customer Officer at Cherwell, I spend a lot of time deep in the areas of customer experience and data mining/data analytics. From this perspective, I created this short list of what's to come in enterprise service management (ESM), which I hope will help your company to effectively plan for a successful future. And, while I can’t promise that all my prophecies will hit the bullseye, I think I’ll avoid the same fate as the gentleman who advised against investing in Ford.
1. Less brainpower wasted on work processes and more focus on customer centricity.
How? The rise of ESM technology is starting to do the thinking for organizations—saving valuable brainpower from repetitive problem solving and putting it towards thinking more about the customers companies serve. That trend will only increase as ESM practices expand allowing companies to focus their energy, attention, and critical thinking on the customer experience instead of on workflows and processes.
2. Companies will design the workflow from the outside in.
Many companies buy technology and build processes catered to the characteristics of the people and function within their organizations as opposed to how it impacts the target of the solution. Increasingly, processes and workflows will be designed around the user/recipient of the process. This involves thinking about service management differently than we do currently—instead of how a company sells, companies will look at the process from the perspective of why the customer buys from clients.
3. No more purchasing technology for technology’s sake.
Systems, hardware, and software that don’t add value to the customer simply won’t be accepted. With the help of ESM, companies will avoid this waste by understanding which services and applications add value for each customer and which do not. For example, current packages that many cloud or cell phone providers offer require customers to pay for a number of services they don’t use. Streamlined services and applications will become the expectation for customers.
4. Integration will be 100 percent expected.
The IT function’s value will continue to expand outside of IT and one of the main drivers will be the use of service management outside of IT. Essentially, anywhere a process can be better streamlined, understood, or assessed, ESM can add value connecting previously disparate, standalone technologies and services. Silos no more, integration will be the status quo!
5. Younger workers will set the tech agenda for employers.
Millennials, who are poised become the largest living generation by 2019, are used to having integration of processes and services at their fingertips. They don’t want to work with a company that’s behind the technology curve. They will make decisions about where they work and who they do business with based on how the companies operate and how they train their employees.
I’d like to also predict that I’ll lose weight, win money, and grow more distinguished with age, but alas, I can only make predictions based on data and previous experience.
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